FAQS
Frequently Asked Questions đž
Everything you need to know. Can't find your answer? Email us at shop.pawsnco@gmail.com
đĻ ORDERS & SHIPPING
How long does shipping take?
We typically process orders within 1â2 business days. Delivery usually takes 5â10 business days depending on your location. You'll receive a tracking number by email as soon as your order ships so you can follow it every step of the way.
Do you ship internationally?
Right now we ship within the United States only. We're working on expanding to more countries soon â follow us on Instagram @pawsandco for updates.
Can I change or cancel my order after placing it?
We process orders quickly so please contact us at shop.pawsnco@gmail.com within 12 hours of placing your order if you need to make any changes. After that point your order may already be in fulfilment and we can't guarantee changes can be made.
I haven't received my tracking number â what do I do?
Check your spam/junk folder first. If it's not there, email us at shop.pawsnco@gmail.com with your order number and we'll sort it out within 24 hours.
âŠī¸ RETURNS & REFUNDS
What is your return policy?
We offer a 30-day return policy from the date your order arrives. If you're not happy for any reason â even if your dog has used the product â just reach out and we'll make it right. No awkward questions, no hoops to jump through.
How do I start a return?
Simply email shop.pawsnco@gmail.com with your order number and the reason for your return. Our team will send you return instructions within 24 hours.
How long does a refund take?
Once we receive your return, refunds are processed within 3â5 business days back to your original payment method. You'll receive an email confirmation when it's done.
My order arrived damaged â what do I do?
We're so sorry to hear that. Email us at shop.pawsnco@gmail.com with a photo of the damaged item and your order number and we'll send you a free replacement immediately. No need to return the damaged item.
âī¸ COOLING MAT
How does the cooling mat work?
Our cooling mat uses premium ice silk technology that activates the moment your dog lies down. It draws heat away from your dog's body naturally â no gel, no freezing, no charging, and no plugging in required. Just lay it flat and let your dog do the rest.
Is the cooling mat safe if my dog chews it?
Yes â our mat is completely gel-free and made from non-toxic ice silk material. Unlike gel-filled mats, there are no harmful substances inside, so even if your dog chews or punctures it there's nothing dangerous inside.
What sizes are available?
Our cooling mat comes in multiple sizes to suit every breed â from small dogs right up to large breeds like German Shepherds and Golden Retrievers. We always recommend sizing up one size for extra comfort if your dog is between sizes.
How do I clean the cooling mat?
The mat is machine washable at 30°C. Do not use fabric softener and allow to air dry. Avoid tumble drying as this can affect the cooling properties of the ice silk material.
How long does the cooling effect last?
The mat stays cool for several hours of continuous use. Once your dog gets up it recharges naturally within minutes â ready for the next nap. No freezing or cooldown period needed.
Does it work outdoors?
Yes â the mat works both indoors and outdoors. It's lightweight and foldable making it perfect for the garden, beach trips, hikes, or use in the car.
My dog won't go near it â what should I do?
Some dogs take a little time to warm up to new things. Try placing a familiar blanket or one of their toys on the mat for the first day, or put a few treats on it to encourage them. Most dogs come around within 24â48 hours once they feel how cool it is.
đŗ PAYMENTS
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal, Apple Pay, and Google Pay.
Is it safe to enter my payment details on your site?
Absolutely. Our store runs on Shopify which uses industry-standard SSL encryption to protect your payment information. We never store or have access to your card details directly.
Do you offer buy now pay later?
We're currently working on adding Klarna and Afterpay. Follow our Instagram for updates on when this goes live.
đ PROMOTIONS & DISCOUNTS
How does the Buy One Get One Free offer work?
Simply add one cooling mat to your cart and the second mat will automatically be added to your order for free at checkout. Both mats will be shipped together in the same order.
Do you have a discount for first time buyers?
Yes â sign up to our email list and receive 10% off your first order. The discount code will be sent to your inbox instantly.
Can I use more than one discount code at a time?
Only one discount code can be applied per order at checkout.
đž ABOUT PAWS & CO
Who are Paws & Co?
We're a team of passionate dog and cat lovers who started Paws & Co with one simple mission â to make life better for pets and the people who love them. Every product we stock is hand-picked for quality, safety, and value.
Do you support any animal charities?
Yes â a portion of every order goes toward supporting animal shelters and rescue organisations. When your dog cools down tonight, a shelter dog can too.
I want to collaborate or work with Paws & Co â how do I get in touch?
We love connecting with pet creators and dog lovers. Email us at shop.pawsnco@gmail.com with the subject line "Collab" and tell us a little about yourself.
Still have a question? We're always happy to help.
đ§ shop.pawsnco@gmail.com â response within 24 hours, 7 days a week đž